Incident/Problem Manager

Job description

Systal is a dynamic and innovative technology solutions provider that prides itself on the ability to deliver tailored solutions to meet business aspirations and challenges. We cover a wide range of services & solutions. From provisioning of optimum data availability and data integrity in a robust secure environment to the delivery of enterprise class wireless networking solutions globally.

Role Purpose: -

• To coordinate and drive Customer Network Incidents and IT infrastructure incidents based on ITIL Incident Management framework in order to restore normal service operation as quickly as possible minimising the disruption to businesses.
• To prepare an Incident report and drive improvement actions across the business in order to achieve the best possible levels of service quality and availability whilst developing best practice.
• To document RCA findings via Problem Management processes.

Key Accountabilities: -

• Manage & Drive, Network & IT infrastructure escalated incidents
• Support Major / Multiple incident management
• Manage Incident progress & resolution communications
• Establish Internal & external progress bulletins & Flash reports
• Service incident reporting
• Incident progress & reason for outage/root cause if available
• Suggest Improvement action assignment & tracking
• Interface relationship management
• Manage problem record calls to capture RCA details and document findings from investigations.

Skills and experience: -

• Excellent communication skills both verbal and written
• Proactive attitude
• Ability to work within a pressured environment
• Able to manage and co-ordinate multiple activities
• Willingness to study towards ITIL certification

Job Types: Full-time, Permanent